Customer Service Liaison

4 weeks ago

Lagos, Lagos, Nigeria Jenniez School of African Interior Design Full time
Job Title: Customer Service Representative

Location: Lekki Phase 1

Company: Jenniez School of African Interior Design & Jenniez Designs

Job Summary

Jenniez School of African Interior Design and Jenniez Designs are seeking a dedicated and enthusiastic Customer Service Representative to provide exceptional service and support to prospective and current students, clients, and other stakeholders. The role involves managing inquiries, resolving issues, and ensuring a positive experience for both design clients and students.

Key Responsibilities
  1. Handle Inquiries and Customer Support
  • Serve as the first point of contact for both Jenniez School of African Interior Design and Jenniez Designs, responding to inquiries via phone, email, live chat, and social media platforms.
  • Address questions about courses, admissions, enrollment, tuition fees, payment plans, design services, project timelines, and other general inquiries.
  • Provide accurate information about the school's programs and the design company's services to prospective students and clients.
  • Direct complex inquiries to the appropriate department, such as academic advisors or project managers.
Client and Student Issue Resolution
  • Manage and resolve customer complaints or issues in a timely and professional manner, ensuring that clients and students receive a positive experience.
  • Liaise with the relevant teams (e.g., academic, design, finance) to ensure issues are resolved efficiently.
  • Track and follow up on customer issues until resolution, ensuring client and student satisfaction.
  • Provide feedback to the team on recurring customer issues to improve service delivery.
Student Onboarding and Client Coordination
  • Assist new students with the enrollment process, including completing application forms, payment options, and course materials.
  • Ensure smooth onboarding for new design clients by coordinating initial meetings, explaining design services, and setting expectations.
  • Maintain ongoing communication with students and clients to ensure they are updated on course schedules, project timelines, and any other relevant information.
Customer Relationship Management
  • Foster strong relationships with current and prospective students and design clients by providing personalized support and assistance.
  • Follow up on student progress and client project status, providing updates, collecting feedback, and addressing any concerns.
  • Promote student engagement by encouraging participation in school events, workshops, and webinars.
  • Encourage design clients to provide feedback and testimonials, building long-term relationships for repeat business.
Administrative Support
  • Maintain accurate records of customer interactions, inquiries, feedback, and resolutions in the customer relationship management (CRM) system.
  • Assist in preparing reports on customer service activities, response times, and customer satisfaction levels.
  • Support the Client Relations and Account Manager in day-to-day administrative tasks related to customer service and relationship management.
  • Assist in coordinating events, such as student orientations, school forums, or design presentations, ensuring customers have the information they need.
Key Performance Indicators (KPIs)
  • Response Time: Ensure all inquiries (phone, email, social media) are responded to within set response time standards.
  • Issue Resolution Rate: Maintain a high percentage of first-contact resolution for customer inquiries and complaints.
  • Customer Satisfaction: Measure customer satisfaction through surveys and feedback forms, aiming for consistently positive results.
  • Customer Retention: Track and improve the retention of students and clients by ensuring timely follow-ups and relationship-building.
  • Lead Conversion: Assist in converting prospective students and clients by providing clear, concise, and helpful information about the school's courses and design services.
Required Skills & Qualifications
  • Education: Bachelor's degree in a relevant field (preferred but not required) or proven experience in customer service roles.
  • Experience: Minimum of 2 years of experience in customer service, preferably in an education or service-based industry.
  • Communication: Excellent verbal and written communication skills with the ability to explain complex information clearly and concisely.
  • Problem-Solving: Strong problem-solving abilities with a customer-first mindset; able to manage and resolve conflicts efficiently.
  • Technical Proficiency: Experience with customer relationship management (CRM) systems, Microsoft Office Suite, and basic office equipment.
  • Interpersonal Skills: Friendly, approachable, and patient demeanor with a focus on customer satisfaction and relationship-building.
  • Organization: Highly organized with the ability to manage multiple tasks simultaneously and prioritize workload.
  • Attention to Detail: Keen attention to detail when managing customer records, tracking inquiries, and following up on customer issues.
  • Team Collaboration: Ability to work closely with other departments, including academic, marketing, finance, and design teams, to provide a seamless customer experience.
Preferred Skills
  • Experience in the education or interior design industry.
  • Familiarity with basic graphic design or web content management tools (e.g., Canva, WordPress) for supporting marketing efforts.
  • Multilingual abilities, especially in languages relevant to the target customer base, are a plus.
Work Environment

This role is primarily office-based, with occasional flexibility for remote work.

The Customer Service Representative will interact with a wide range of people, including students, parents, prospective clients, vendors, and partners.

Occasional support during school events, workshops, or client meetings may be required.

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